Shipping policy

Thank you for shopping with Isla Jane ROBERTSON. As a New Zealand local online clothing retailer based in Mosgiel, Otago, we specialize in casual and fashionable apparel. We follow standardized warehouse operation rules and adopt soft protective packaging for clothing items, ensuring every order is delivered accurately and in good condition within the scheduled timeframe.

1. Order Processing Time

We complete order verification, product inspection and protective packaging within 1 to 7 business days after receiving confirmed paid orders. Our warehouse suspends all order processing work on New Zealand weekends and national public holidays. During peak sales periods and order surges, processing schedules may be moderately extended. We will send official email notifications to customers once significant delivery delays occur.

2. Shipping Rates and Delivery Estimates

Shipping fees are calculated based on parcel weight, volume and delivery destination. All logistics costs will be clearly displayed on the checkout page before order payment, with no hidden charges.
All clothing orders adopt standard international shipping, with an estimated delivery time of 15 business days, subject to actual logistics conditions.
The stated delivery duration is only an estimated reference. Actual delivery progress may be affected by logistics carrier backlogs, cross-border customs inspection efficiency, extreme weather, regional transportation restrictions and national holidays.

3. Shipment Confirmation and Order Tracking

After our logistics partner collects your packaged clothing parcels from the warehouse, our system will automatically send a shipment confirmation email, including exclusive tracking numbers and official tracking inquiry links.
Logistics data requires cross-platform synchronization. Shipment tracking status will be updated and available for inquiry within 24 to 48 hours after dispatch. If tracking information fails to refresh normally, customers can contact our support team for manual parcel tracing.

4. Incorrect Address Disclaimer

Customers shall fill in accurate, complete and valid recipient addresses, postal codes and contact numbers during checkout, and double-check all delivery information before submitting orders.
Isla Jane ROBERTSON shall not undertake any liability for misdelivery, delivery failure or parcel loss caused by wrong or incomplete delivery information provided by buyers. If parcels are returned due to address errors, customers need to bear all reshipping fees independently.

5. Lost or Damaged Packages

If your clothing parcel is missing or untraceable during cross-border transit, please submit a logistics investigation request to our customer service within 3 days after the expected delivery date.
Clothing items may suffer from extrusion, wrinkling or packaging damage during long-distance transportation. If you receive damaged or defective apparel, please take clear photos of the damaged items and original outer packaging within 24 hours after receiving parcels. Our team will verify relevant evidence and resolve after-sales issues promptly.

6. Apparel Care and Usage Notice

Each clothing product is attached with targeted care instructions, covering washing, drying, ironing and storage requirements for different fabrics. Customers shall follow the official guidance for daily use and maintenance. We disclaim all liabilities for fabric damage, shrinkage, fading and deformation caused by improper washing, drying, alteration and misuse of the products.

7. International Shipping and Customs Notice

We provide global cross-border shipping services for all clothing products. Overseas shipments may incur import tariffs, customs clearance fees and other regulatory charges in accordance with local trade laws of destination countries.
All customs-related expenses are borne by order recipients, and these charges are not included in product prices and basic shipping fees. We will not be responsible for parcel detention, forced return and related losses caused by buyers’ violation of local import declaration rules.

8. Contact Information

If you have any questions about shipping regulations, logistics status and delivery after-sales matters, please contact us via the official channels below:
Trade Name: Isla Jane ROBERTSON
Phone Number: +64 28 694 6183
Email: info@nexaelectro.shop
Physical Address: 103 Tyne Street, Mosgiel, OTA 9024, New Zealand